Proactive bump from hotel for overbook
Jun 15, 2019, 11:48 am
#1
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Proactive bump from hotel for overbook
Got a very weird email last night:
It is totally legitimate (I got the reservation updates shortly afterwards). What I can't figure out is how they decided to bump people. I made this reservation last August, I'm a Globalist, and I've spent 34 nights at this property this year (80 nights lifetime). Seems like I'm the last person they'd want to bump out.
Anyone else had this type of thing occur?
Good afternoon Mr. jasonvr,
I am reaching out to you today because we have experienced a computer glitch situation that has oversold our property for all next week. At this time we are being forced to relocate our guests.
We have a block of reservations set up at our sister property Hyatt House XXXXX.
We are contacting you in advance to inform you of our situation and provide you with your updated reservation details.
Please note that your rate will remain the same; as a thank you for your assistance and understanding we will be allocating 10,000 points to your Hyatt membership. If you are needing assistance with transportation, please do not hesitate to contact us and we will be more than happy to arrange transportation for you.
We sincerely apologize in advance, and we hope that this will not disrupt your travel plans too much.
I am reaching out to you today because we have experienced a computer glitch situation that has oversold our property for all next week. At this time we are being forced to relocate our guests.
We have a block of reservations set up at our sister property Hyatt House XXXXX.
We are contacting you in advance to inform you of our situation and provide you with your updated reservation details.
Please note that your rate will remain the same; as a thank you for your assistance and understanding we will be allocating 10,000 points to your Hyatt membership. If you are needing assistance with transportation, please do not hesitate to contact us and we will be more than happy to arrange transportation for you.
We sincerely apologize in advance, and we hope that this will not disrupt your travel plans too much.
Anyone else had this type of thing occur?
Jun 15, 2019, 12:20 pm
#2
Join Date: Jul 2009
Location: IAH
Programs: UA 2MM, Hyatt Diamond, SPG Gold
Posts: 2,163
If you're being bumped, your rate should be $0. If you booked the stay on points, all your points should be returned. I'd contact management at the property that's bumping you and get this resolved before you check in.
Jun 15, 2019, 1:20 pm
#3
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Jun 15, 2019, 1:58 pm
#5
Join Date: Jul 2009
Location: IAH
Programs: UA 2MM, Hyatt Diamond, SPG Gold
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Jun 15, 2019, 1:59 pm
#6
formerly a193991
Join Date: Dec 2014
Location: Zulu Romeo Hotel
Programs: Hyatt LT Globalist; LX SEN (*A Gold), AA LTG, SBB-CFF-FFS First Class GA
Posts: 4,577
Got a very weird email last night:
It is totally legitimate (I got the reservation updates shortly afterwards). What I can't figure out is how they decided to bump people. I made this reservation last August, I'm a Globalist, and I've spent 34 nights at this property this year (80 nights lifetime). Seems like I'm the last person they'd want to bump out.
Anyone else had this type of thing occur?
It is totally legitimate (I got the reservation updates shortly afterwards). What I can't figure out is how they decided to bump people. I made this reservation last August, I'm a Globalist, and I've spent 34 nights at this property this year (80 nights lifetime). Seems like I'm the last person they'd want to bump out.
Anyone else had this type of thing occur?
this should only happen to you, if all other guests are Globalists, too, and have more nights than you... highly improbable.. so weird decision making.
lack of a good CRM in that case.
Last edited by 59Impala; Jun 16, 2019 at 6:29 am
Jun 15, 2019, 2:38 pm
#7
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There's no way this would be considered a walk.
All I saw in that thread was one person who had points refunded after all sorts of rebooking problems when a luxury hotel failed to open on time because of permit issues. This one sounds like a "Hyatt House to Hyatt Place" move, which isn't analogous.
I agree some comp is in order, and that the OP shouldn't have been moved unless he was somehow among the lowest guests on the totem pole.
but it also analogous to other situations where a property didn't honor a reservation and ended up covering the cost of alternate accommodations. For a recent example, check the Hotel de Louvre thread ...
I agree some comp is in order, and that the OP shouldn't have been moved unless he was somehow among the lowest guests on the totem pole.
Jun 15, 2019, 2:46 pm
#8
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Join Date: Feb 2005
Location: So Cal
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Original was also Hyatt house, though the original is a better and more convenient location for my office
Jun 15, 2019, 4:01 pm
#9
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Jun 15, 2019, 4:21 pm
#10
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No, it isn't. The textbook definition of a walk is when the person shows up at 5:00 p.m. and is told there are no rooms available.
Jun 15, 2019, 5:09 pm
#11
Join Date: Feb 2014
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Grand, so one can ignore (or not receive) all contact from a hotel regarding such a change, turn up to the original hotel with a confirmation number (and payment confirmation?) and proceed from there
Jun 15, 2019, 5:12 pm
#12
Join Date: Jun 2012
Posts: 3,381
What is Hyatt's reservation guarantee?
If you book a room on hyatt.com and prepay with a credit card, Hyatt will have a room reserved for you when you arrive, or will provide, at no cost to you:
• A free night at a comparable hotel
• Free transportation to and from that hotel
• One free telephone call to advise your family where you can be reached
If you book a room on hyatt.com and prepay with a credit card, Hyatt will have a room reserved for you when you arrive, or will provide, at no cost to you:
• A free night at a comparable hotel
• Free transportation to and from that hotel
• One free telephone call to advise your family where you can be reached
Marriott: If for some reason we’re unable to honor your reservation, we’ll pay for your accommodations that night at a nearby hotel and compensate you for the inconvenience. To be eligible, you must provide your member number when making a reservation. Compensation varies by hotel brand.
Jun 15, 2019, 5:38 pm
#13
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We all know what a "walk" is in the hotel context, and being notified a week in advance isn't it.
Jun 15, 2019, 5:55 pm
#14
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Apparently some of us don't know, because notification is irrelevant.
Jun 15, 2019, 6:00 pm
#15
Join Date: Jul 2009
Location: IAH
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You can call it what you want but Marriott honors their reservation guarantee, and it's not just when one shows up at 11pm and is shuffled off to the Holiday Inn because the hotel has sold your room. This is one area where they are clearly superior to Hyatt in the explicit benefits they provide when a reservation can't be honored. As just one example, I had a reservation at the Marriott Crystal City as a mid-tier Platinum member. They reached out to me a couple days in advance telling me they were overbooked and they had moved my reservation to the Ritz-Carlton Pentagon City (less than a mile away), where they would cover the cost of my room. There would also be a check for $200 waiting for me, per Marriott's guarantee, as well as some other considerations, such as transportation back and forth for the conference I was attending. Needless to say, this arrangement was more than satisfactory to me.